Skip to main content
Who can use this?
  • Gallabox users with Bot Builder access.
  • Roles: Owners and Admins — ice-breakers and CTAs are configured in the Chat AI Agent settings.
Ice-breakers and CTAs are configured inside your Chat AI Agent’s Web Widget Settings, not in a separate section. They only appear in the Web Chat widget — not on WhatsApp or Instagram.

​
Plan Availability

Available on all Gallabox plans.

​
What are Ice-breakers?

Ice-breakers are pre-set questions that visitors can click to start a conversation — instead of having to type something from scratch. They reduce the friction of starting a chat and guide visitors toward the most common use cases. Example ice-breakers:
  • “What are your pricing plans?”
  • “Do you offer a free trial?”
  • “How do I get started?”
  • “I have a billing question”
When a visitor clicks an ice-breaker, it sends that question as the first message in the chat — and the Chat AI Agent responds accordingly.

​
What are CTA Buttons?

CTA (Call-to-Action) buttons are buttons inside the widget that visitors can click to take a specific action — such as “Book a Demo”, “Start Free Trial”, or “View Pricing”. Unlike ice-breakers (which start a conversation), CTA buttons can link to external pages or trigger specific flows. Example CTAs:
  • “Book a Demo” → links to your booking page
  • “Start Free Trial” → links to your signup page
  • “View Pricing” → links to your pricing page
  • “Talk to Sales” → triggers a handoff to your WhatsApp

​
How to Set Up Ice-breakers

  1. Go to AI Agents and Bots in the left navigation of Gallabox.
  2. Open a Chat AI Agent that has Web selected as a channel.
  3. Click Settings on the agent.
  4. Click Web Widget Settings.
  5. Scroll to Ice-breakers.
  6. Toggle Show ice-breakers to on.
  7. Add your questions — one per line.
  8. Click Save.

​
Best Practices for Ice-breakers

  • Keep them short — 3–8 words max. Visitors scan, they don’t read.
  • Match your top use cases — look at your inbox to see what visitors most often ask about.
  • Use the visitor’s language — not product jargon. “How much does it cost?” not “What is your pricing tier structure?”
  • Limit to 4–6 options — too many options overwhelm visitors.

​
How to Set Up CTA Buttons

  1. Go to AI Agents and Bots → [Your Agent] → Settings → Web Widget Settings.
  2. Scroll to CTA Buttons.
  3. Toggle Show CTA buttons to on.
  4. Click Add CTA.
  5. Fill in:
    • Button text — e.g., “Book a Demo”
    • URL — the page the button links to (or leave blank to trigger a handoff)
    • Icon — choose from the icon library or upload a custom icon
  6. Add up to 4 CTA buttons.
  7. Click Save.
Pro tip: Use CTA buttons to drive visitors toward your highest-value actions. If your conversion goal is demo bookings, make “Book a Demo” the first CTA button. If it’s signups, make “Start Free Trial” the first button. Track clicks in your website analytics to see which CTAs drive the most conversions.

​
Example

Scenario: You run a project management SaaS and want to use ice-breakers to qualify visitors before they start chatting — so the Chat AI Agent knows whether they’re a trial user, a paying customer, or a prospect evaluating the tool. Here’s how you’d set it up:
1
Go to AI Agents and Bots → [Your Agent] → Settings → Web Widget Settings.
2
Enable Ice-breakers and add:
  • “I’m already a customer and need help”
  • “I want to start a free trial”
  • “I want to talk to sales”
  • “I’m evaluating your tool”
3
Enable CTA Buttons and add:
  • “Start Free Trial” → links to https://yoursite.com/signup
  • “Book a Demo” → links to https://yoursite.com/demo
4
Set the agent’s instructions to use the ice-breaker response to route the conversation appropriately — existing customers get routed to support, trial users get routed to onboarding, and prospects get routed to sales.

​
FAQs

Not natively — the same ice-breakers apply to all pages where the widget is embedded. To show different ice-breakers on different pages, embed different Chat AI Agents (with different configurations) on different pages.
The ice-breaker sends the question as a message, just as if the visitor had typed it. If the Chat AI Agent isn’t responding, check that: (1) the agent is active and published, (2) the agent is assigned to the conversation, (3) the AI credits balance is not exhausted.
Yes. Leave the URL field blank and enable Handoff to WhatsApp in the CTA settings. When a visitor clicks the CTA, the conversation is escalated to your WhatsApp channel — useful for visitors who need immediate, human-level support.
Keep the list short — 3–4 ice-breakers and a couple of CTA buttons work best. More options than this can overwhelm visitors and reduce engagement.